Junior Support Engineer, SpyCloud
More information about location
Cybercrime analytics platform
Job no longer available
Cybercrime analytics platform
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To protect businesses and consumers from the stolen identity data criminals are using to target them now.
Role
Who you are
- 1–3 years in a technical support or customer-facing role (help desk, SaaS support, or similar)
- Basic understanding of internet technologies, REST APIs, and HTTP response codes
- Comfortable using tools like Postman, cURL, or browser developer tools to inspect API requests and responses
- Strong problem-solving skills, organization, and ability to manage multiple cases simultaneously
- Excellent written and verbal communication skills with a customer-first mindset
Desirable
- Familiarity with authentication methods (OAuth, tokens, API keys)
- Exposure to JSON parsing or scripting in Python or JavaScript
- Awareness of security concepts (HTTPS, encryption basics) and API workflows
- Optional experience with SIEM/SOAR tools, Tines, Splunk, Active Directory, or Windows server environments
What the job involves
- The Associate/Jr. Support Engineer provides enterprise-level technical support to SpyCloud customers and partners. You’ll troubleshoot technical issues, document findings, escalate when needed, and ensure customers receive timely, high-quality responses. This is a hands-on role that offers growth into advanced integrations, security concepts, and API troubleshooting
- Respond to customer cases via phone, email, and web tools, maintaining SLA adherence and clear communication
- Participate in a 24x7 support rotation and follow escalation procedures for complex issues
- Reproduce customer issues and document findings, including steps to reproduce and environment details
- Troubleshoot technical issues with guidance, including SaaS platform configuration and basic API calls
- Track and meet key support metrics, including first-response time, time to resolution, and customer satisfaction
- Share patterns, recurring issues, and suggested improvements with the support and product teams
- Contribute to knowledge-base articles and maintain accurate documentation for future reference
Our take
Mainstream browsers are heavily monitored to help combat cybercrime, but these browsers are generally not used by digital criminals. The 'dark web' operates outside of the legal web, with criminals using such platforms to sell login details and other sensitive information.
SpyCloud provides a web plugin that monitors websites and forums on the dark web to inform companies of when sensitive data that matches their credentials is located. This allows companies to identify and take action upon a data breach before any harm can be done.
There are many fraud and cybercrime detection software companies on the market but SpyCloud's specialization in monitoring the dark web has carved it out a distinct niche. This has seen it attract an impressive client list of over 500 enterprises, as well as significant funding that supports further platform development.
Freddie
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2024
$35m
GROWTH EQUITY VC
Aug 2023
$110m
LATE VC
Total funding: $203.5m
Company benefits
- Health benefits: From medical to dental, we’ve got you covered.
- Work/life balance: We offer generous PTO and a remote-friendly culture.
- Compensation: Our talented employees enjoy competitive salaries and equity.
- 401k matching: Investing in the future of our employees is a no-brainer.
- SpyCares: We’re only as strong as the communities we’re a part of and giving back is in our DNA.
Company HQ
Bouldin Creek, Austin, TX
Leadership
Ted Ross
(Co-Founder & CEO)Ted worked in Security Systems for the US Air Force before working in Engineering at West Corporation, Wal-Mart and Extreme Networks. He also worked at HP for 4 years in Threat Intelligence before co-founding SpyCloud in 2016.
Alen Puzic
(Co-Founder & CIO)Prior to SpyCloud, Alen co-founded PwnedList and served as the CTO for 5 years. He also served as the VP of Development at InfoArmor and as a Security Engineer at Click Security and TippingPoint. Before this, he spent 4 years at IBM as a Software Engineer.
Ronak Patel
(CTO)Ronak joined SpyCloud in 2018 as a Director of Engineering, he then moved into the role of VP of Engineering in 2019 and CTO in 2023. Prior to SpyCloud, he was a Lead Software Engineer at ReIntent, a Lead Platform Engineer at Waterfall and an IT Specialist at IBM.
Damon Fleury
(CPO)Damon joined SpyCloud in 2022 as VP of Strategy, moving into the role of CPO that same year. Previously, he worked as a Security Product & Service Strategy Consultant at Argyle Technologies and served as the CTO of Ataraxis Cyber.
Brad Rouse
(CRO)Prior to joining SpyCloud in 2025, Brad served as the CRO at Protegrity and Qrypt. He also spent 6 years at Entrust as a Director of SSL Sales Americas, Entrust Certificates Services and as the Global VP of SSL Sales.
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